2nd Line Support Engineer

Mar 14, 2025
Ilkley
Full Time
Wildcat Careers Ltd
IT - Hardware & Networking
The Role

2nd Line IT Support Engineer

Salary: 25,000 to 35,000

Location: Ilkley, West Yorkshire

Benefits

  • Supported training and development plans.
  • Attractive working location with moor views and only a 10-minute walk from Ilkley town centre.
  • Free on-site parking.
  • Bonus Scheme.
  • Full access to ChatGPT Teams.

Due to this small MSPs continued growth, they are seeking a skilled 2nd Line Support Engineer to expand their team. Do you have a mix of technical proficiency and strong client interaction skills? Do you enjoy providing both remote and onsite support? Then this role is for you!

You will play a crucial role in diagnosing and resolving IT incidents, ensuring optimal functionality and seamless integration of technology across a diverse client base.

Key Duties and Responsibilities - 2nd Line Support Engineer

  • Diagnose and resolve incidents primarily on Windows platforms, with some exposure to Apple environments.
  • Investigate and address network and infrastructure issues while following established maintenance protocols.
  • Monitor service ticket progress to ensure compliance with SLAs and meet customer expectations.
  • Identify recurring issues and trends, escalating them to the 3rd Line Engineer.
  • Accurately log all service requests, document progress updates, customer interactions, and incident resolutions.
  • Maintain ongoing communication to manage and meet customer expectations effectively.
  • Identify opportunities for improvement and actively contribute to innovative change processes.
  • Undertake additional tasks as required to support team objectives.

Key Requirements - 2nd Line Support Engineer

  • Proven experience in a Managed Service Provider (MSP) environment, such as onsite desktop support, service desk, or technical support roles.
  • Strong proficiency in Windows environments.
  • Experience and knowledge in M365 administration and server platforms including Azure.
  • Familiarity with Halo PSA or similar platforms.
  • Valid driving license.

Person Specification - 2nd Line Support Engineer

  • Self-assured and proactive self-starter, capable of working independently or collaboratively within a team.
  • Maintains composure under pressure, adept at managing competing priorities effectively.
  • Demonstrates exceptional diagnostic, problem-solving, and analytical skills.
  • Motivated by a commitment to effectively resolve customer issues.
  • Driven by continuous improvement, with a proactive approach to learning and development.
  • Familiarity with SLA and KPI metrics within a managed IT service provider context

IT Support Engineer/Senior IT Support/2ndLine/IT System Administrator/ 2nd Line Support/Line/Desktop Support Technician / IT Support Engineer / IT Service Engineer/ IT Support Technician / Support Technician / Technical Support / IT Support / IT Systems Engineer / IT Systems Support System Administrator/Helpdesk/Service Desk/IT Help Desk/IT Service Desk